Customer Experience Strategy Lead (CX Operations vertical)

Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME to realise their full potential. 

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and helped more than 50,000 businesses using our suite of products.

For 2 consecutive years in 2022 & 2023, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2023, we also made it to CB Insights’ Top 100 Global Fintech List. 

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.

Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space! 

About Aspire

We are the leading all-in-one finance operating system for growing businesses in South-East Asia. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and SMBs to realize their full potential.

We have successfully closed an oversubscribed US$ 100 million Series C equity round in 2023 led by Sequoia and Lightspeed with participation of Tencent and PayPal. We partner with some of the best companies in the world such as Visa and Wise and help more than 15,000 businesses using our suite of products.

In 2021 and 2022 we were named in LinkedIn's Top 5 Startups in Singapore and awarded Best Employer of the Year and best Payments Tech 2022 by Asia Fintech Awards.

You will be amazed by our energy and ambition. We are a team of ex-entrepreneurs, ex-founders, and A players with international and diverse backgrounds (45% of us are women). We team up to excel in what we do, and don't take NO for an answer.

We are expanding rapidly. Are you a top talent? Are you passionate about entrepreneurship? Join us and make an impact in the Fintech space!

About the role - 

You are part of the Customer Experience team within the Operations vertical and are responsible for the Customer Experience Strategy. This includes strategy & initiatives to reduce contact rate, build end to end CX strategy, improve CX, & leverage best in class practices including Gen AI capabilities to help transform CX.  

This role is extremely crucial to create the best customer experience and create a loyal client base.

Key Responsibilities - 

• Build a long term vision on Customer Experience at Aspire, and build a long term (1-2-5 year) roadmap to get there.
• Lead Customer journey mapping exercise to identify key friction points and work with cross-functional teams like Product, Technology, and Operations to drive changes. 
• Drive contact rate and detractor rate reduction across global markets
• Leverage Gen-AI solutions such as Co-Pilots, Chatbots, AI support agents to help drive CX transformation.
• Lead effectively chatbot strategy at Aspire for new / existing customers, track effectiveness and efficacy of the chatbot in line with best in class CX practices.
• Regularly conduct competitive benchmarking by understanding best in class market practices, newer Gen AI capabilities and proactively suggest changes in the CX transformation journey. 
• Lead customer mystery shopping exercise to suggest improvement areas and drive changes.
• Leverage tech first mindset to transform customer experience. 

What do we need :-

• You have done it before - Minimum 10- 12 years of experience; Strong track record in managing customer experience strategy & operations in B2B or B2C Fintech industry. 
• Strong track record in managing stakeholders (internal & external). 
• Track record in consulting, driving CX strategies in the fintech companies is preferred
• You can think short and long term - You come up with a strategy for the next quarters, but also to execute and produce deliverables this week. You can comfortably build short term and long term CX strategies.  
• You are a hands- on leader- You are comfortable in building & reviewing customer journey maps and identify opportunity areas to improve CX. 
• You are strategic & influence outcomes - You are strategic, highly analytical and structured; you are able to align CX strategies according to the company's vision. You can influence xfn stakeholders to drive outcomes. 
• You are customer-obsessed - Putting yourself in the shoes of the customer comes naturally to you. You always think of the customer first approach by keeping customer interest first. 
• You have strong communication skills - You can communicate key messages effectively with internal and external stakeholders. Your communication is clear, concise and professional.

What we offer

• Uncapped flexible annual leave.
• Hybrid work arrangement. 
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Flexibility to work from anywhere (for up to 90 days per annum).
• Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page.
  

Equal Opportunity Statement 

Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. 

Please note: by submitting your application, you acknowledge that you have read and understood Aspire’s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the “Policy”), and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com.